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Fraud Prevention ICA in Shanghai at PayPal

Date Posted: 1/7/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Shanghai
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/7/2019
  • Job ID:
    R0041104

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 254 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

As a Senior Agent, your primary responsibilities will be providing leadership, guidance and assistance to your peer employees. Extensive business area knowledge is required to help teammates review, research, and execute actions in helping to resolve customer inquiries. You will support your team by working queues, addressing teammates questions, resolving escalations, conducting quality reviews, providing teammates with clear constructive feedback, leading team learning sessions, and assisting in other assigned projects such as product testing or feedback. A Sr. Agent keeps current on PayPal products, policies, and procedures. Additionally, a Sr. Agent fosters a collaborative environment, coaches their team and encourages them to learn, and improve. The duties require independent judgment, analytic thinking, detail orientation, time management, self direction, and flexibility. Sr. Agents need excellent interpersonal skills both spoken and written, to facilitate mentoring and teaching required within the team, as well as interaction with other PayPal departments and customer contacts.

•Provide leadership, guidance and assistance to peer employees by answering questions.  This is accomplished through PET ticket escalations and CHAT for assistance to teammates, along with floor walking, assistance on escalations and agent assistance line, as needed, providing feedback on customer issues, and supporting all areas of Customer Solutions as needed while maintaining high quality standards. (60%)

•Attend all push and product training and successfully pass all testing. (5%)

•Complete mentoring and training with new representatives that start in the Customer Solutions area.  Mentoring and training includes, but is not limited to, answering questions, having the new representative listen to your phone calls having the new representative navigate the computer while you are talking with the customer and listening to the representative while they speak to the customer and offering feedback. (5%)

•Complete coaching assistance for bottom 10% performers on teams through PET ticket requests submitted by teammates Supervisor (5%)

•Project support as needed to support the key business strategies and BU key performance indicators (5%)

•Proactively recommend and educate the customer about features and benefits of products in order to improve their satisfaction and deepen their relationship with PayPal.  In undertaking this duty you will use Compass and IT systems to recognize the opportunities and transition the call.  As a Sr Agent, you will ensure they are educated on the campaign that is available to them and your eligible, offered, and acceptance metrics will be shared with you on a weekly basis (20%)


We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0041104

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